Project overview
Cases are the customer care experience in Sprout Social, a social media management platform. A Case combines messages and replies, internal activity such as status changes, and internal comments such as @mentions. The goal was to show all three in a view that is easy to digest.
The target customers are large enterprises with a high volume of social messages, where most inbound inquiries become Cases.
The users
C
Customer care agents
Respond to inquiries on behalf of a company.
M
Managers
Lead teams of agents.
Process
I worked from low to mid fidelity, with examples of public conversations (such as wall posts and threads) and private conversations (DMs).
Select screens
Real-time message indicator. When new messages arrive while you’ve scrolled up, a button appears that jumps to the newest message.
Inline replies. When a Case has both private and public messages, each reply needs to clearly match the message it answers.